Vice President – Fraud Operations, Fraud Customer Protection Services (FCPS)
As a Fraud Manager III within Fraud Customer Protection Services (FCPS), you will provide strategic and operational leadership for Credit Card Fraud Recovery. Join the Fraud Customer Protection Services (FCPS) team and provide strategic and operational leadership for Credit Card Fraud Recovery. This unique leadership opportunity will be instrumental in launching and growing a new Columbus (Easton) site while also providing virtual leadership and oversight for an existing FCPS location. The successful candidate will be a proven people leader with a passion for building high-performing teams, driving operational excellence, and developing future leaders.
This role requires a strong, visible leader who is comfortable operating in a dynamic environment, influencing across multiple organizations, and traveling regularly to support multiple sites, employees, and business priorities.
Job Responsibilities
- Lead the successful launch, growth, and long-term performance of a new FCPS site in Columbus, Ohio.
- Provide direct leadership and oversight of a fifth FCPS location, ensuring consistent execution, engagement, and results across geographically dispersed teams.
- Establish a strong site culture focused on operational excellence, employee engagement, talent development, and customer outcomes.
- Set the vision and direction for multiple operations functions, aligning execution to long-term strategic objectives and business priorities.
- Manage day-to-day FCPS Fraud Claims and Disputes operations, including performance management, talent development, operational controls, and adherence to policies and procedures across multiple sites.
- Collaborate with peers and senior leaders globally to develop and execute complex, multi-year strategies and initiatives.
- Develop and implement solutions to complex business challenges that improve customer experience, operational effectiveness, and organizational performance.
- Lead a team of managers and senior professionals, fostering accountability, engagement, and continuous improvement.
- Influence and partner with leaders across Operations, Risk, Controls, Technology, and Strategy to achieve business objectives.
- Manage the allocation of people and financial resources to optimize productivity and results. Travel regularly between locations to maintain leadership visibility, strengthen partnerships, and support employees and business objectives.
Utilize data, trends, and performance insights to drive strategic decision-making and operational results. Support recruiting, hiring, and workforce planning activities to ensure sustainable growth and talent readiness.
Required Qualifications, Capabilities, and Skills
- Minimum 10 years of operations or contact center experience, with at least 8 years of leadership experience managing managers and leaders.
- Minimum 5 years of banking or financial services experience; fraud and/or credit card operations
- Demonstrated experience launching, scaling, or leading large operational teams across multiple locations.
- Proven ability to lead both onsite and virtual teams while maintaining a strong culture, engagement, and performance.
- Strong executive presence with exceptional communication, influencing, and relationship-building skills.
- Extensive experience managing leaders and developing talent pipelines.
- Strong controls mindset and understanding of banking regulations, risk management, and operational governance.
- Proven project management, strategic planning, and change leadership experience. Flexibility to support business operations outside of standard business hours, including weekends as needed.
- Strong analytical, problem-solving, and decision-making skills with the ability to navigate ambiguity and competing priorities.
Excellent organizational and time-management skills with a demonstrated ability to execute in a fast-paced environment. Willingness and ability to travel regularly to support multiple sites and business needs